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Service Desk Analyst Senior

  • 513578
  • PHOENIX
  • REMOTE OPTIONS
  • AHCCCS
  • Full-time

AHCCCS

Arizona Health Care Cost Containment System
Accountability, Community, Innovation, Leadership, Passion, Quality, Respect, Courage, Teamwork

The Arizona Health Care Cost Containment System (AHCCCS), Arizona’s Medicaid agency, is driven by its mission to deliver comprehensive, cost-effective health care to Arizonans in need. AHCCCS is a nationally acclaimed model among Medicaid programs and a recipient of multiple awards for excellence in workplace effectiveness and flexibility.

AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona. Among government agencies, AHCCCS is recognized for high employee engagement and satisfaction, supportive leadership, and flexible work environments, including remote work opportunities. With career paths for seasoned professionals in a variety of fields, entry-level positions, and internship opportunities, AHCCCS offers meaningful career opportunities in a competitive industry.

Come join our dynamic and dedicated team.

Service Desk Analyst Senior

Information Services Division

Job Location:

Address:  801 E. Jefferson Street, Phoenix, AZ 85034

Posting Details:

1st review of resumes will be on 12/1/2022

Salary: $58,000-$60,500 

Grade: 21

This position is eligible for part-time/full-time remote work (including virtual office arrangement). Must reside in the State of Arizona. 

Job Summary:

ISD is looking for a highly motivated individual to join our team as a Service Desk Analyst Senior. This position is a second-tier escalation point for end user break/fix tickets / issues, Customer Support tickets and/or patching or roll-out of new software/hardware. This position will also handle various deployment projects.

Major duties and responsibilities include but are not limited to:

  • Receives calls, e-mails and web inquiries escalated from PC Technicians & Service Desk Analysts, providing answers to complex technical questions. 
  • Provides problem resolution for complex issues in a timely manner or escalates tickets to management or next support tier, as appropriate.
  • Documents, updates, and communicates internal processes, as required.
  • Provides advanced level troubleshooting to uncover the specific functional problem of any issues, reproducing customer issues as necessary.
  • Tests all fixes prior to delivering to customer.
  • Logs all pertinent incident information into a ticket management system.
  • Investigates complex product configuration issues.
Knowledge, Skills & Abilities (KSAs):

Knowledge:

  • Thorough working knowledge of service offerings, customer service principles and processes.
  • Back-office server applications.
  • Desktop application.
  • Web-based applications.
  • Client/server applications.
  • Computer/networking hardware.
  • Standard operating systems.
  • Common-third party software applications.
  • Internally developed custom applications.
  • Application integrations
  • Networking protocols.
  • Any other computer-related technologies

Skills:

  • Strong customer service skills.
  • Excellent interpersonal written and oral communication skills.
  • Problem-solving skills and attention to detail.
  • Takes initiative to develop solutions and processes to meet needs, identifying unique innovative approaches.
  • Prioritizes and plans work activities, setting goals, and objectives using time efficiently

Abilities:

  • Demonstrated ability to balance, prioritize, and organize multiple tasks.
  • Demonstrated ability to work collaboratively in teams and across organizations.
  • Synthesize feedback and adjust plans accordingly.
  • Build strong relationships inside and outside the organization.
  • Works with minimal guidance.
  • Prepares regular reviews of assigned and completed tasks.
Selective Preference(s):

Minimum:

  • Associates degree, plus three or more years of information technology experience (or equivalent experience).

Preferred:

  • A+ Certification and/or the equivalent of 3+ years of a combination of helpdesk/desktop experience.
Pre-Employment Requirements:
  • Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees.
  • Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
  • Travel  is required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.) AND have an acceptable driving record for the last 39 months including no DUI, suspension or revocations and less than 8 points on your license. If an Out of State Driver License was held within the last 39 months, a copy of your MVR (Motor Vehicle Record) is required prior to driving for State Business. Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.
Benefits:

Among the many benefits of a career with the State of Arizona, there are:
• 10 paid holidays per year
• Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
• A top-ranked retirement program with lifetime pension benefits
• A robust and affordable insurance plan, including medical, dental, life, and disability insurance
• Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
• RideShare and Public Transit Subsidy
• A variety of learning and career development opportunities
• Opportunity to work 100% virtually or remotely on an ad-hoc basis (home office)

By providing the option of a full-time or part-time virtual/remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Lifetime Pension Benefit Program
• Administered through the Arizona State Retirement System (ASRS)
• Defined benefit plan that provides for life-long income upon retirement.
• Required participation for Long-Term Disability (LTD) and ASRS Retirement plan.
• Pre-taxed payroll contributions begin after a 27-week waiting period (prior contributions may waive the waiting period).

Deferred Retirement Compensation Program
• Voluntary participation.
• Program administered through Nationwide.
• Tax-deferred retirement investments through payroll deductions.

Contact Us:

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing careers@azahcccs.gov.
Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.

ARIZONA MANAGEMENT SYSTEM (AMS)

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

The State of Arizona is an Equal Employment Opportunity Employer.